Research

As smartphone usage continues to grow, some healthcare providers are looking to the mobile payment models set by utility and credit card industries—including email/text message statement notifications—as a way to offer patients more convenient options for handling their healthcare bills. In fact, according to a study by Aite Group, a research and advisory firm, payments made through the mail accounted for 18% of all payments in 2013, while online and mobile payments made up nearly half of all bills paid—highlighting a significant area of opportunity for healthcare providers.

To learn more about how organizations are leveraging text and email notifications to spur online bill pay, The Academy recently spoke with the director of patient financial services at an 80-bed acute care facility located in a small community in Michigan. By sending electronic notifications to inform patients that their bill is ready for review online rather than relying on traditional paper statements, the facility has been able to boost patient satisfaction, expedite account resolution, and reduce paper costs.

Creating an E-Bill ServiceRecognizing the shift towards online payment options, the hospital elected to d